Troubleshoots and develops technical solutions related to software and setup errors for field engineers, technicians, and customers.
Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion. Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources.
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Software Support Engineer I skill and competencie below to view definitions.
Skill definition-Identifying and analyzing the causes of issues to reduce recurrence using problem-solving techniques.
Level 1 Behaviors
(General Familiarity)
Describes the methodologies of root cause analysis and its applications.
Level 2 Behaviors
(Light Experience)
Conducts visual inspection of related equipment, tools, and machinery to determine root causes.
Level 3 Behaviors
(Moderate Experience)
Implements resolutions and plans based on root cause analysis reports and related research.
Level 4 Behaviors
(Extensive Experience)
Leads and mentors cross-functional teams with the implementation of appropriate root cause analysis techniques.
Level 5 Behaviors
(Mastery)
Develops data-gathering strategies to enable early detection of defects and root causes.
Skill definition-Conducting installation and support functions to keep software products up to date and ensure the maintenance of custom software solutions.
Level 1 Behaviors
(General Familiarity)
Describes the functions of servers and protocols involved in software installation and automation.
Level 2 Behaviors
(Light Experience)
Documents information about software support activities and product installation processes.
Level 3 Behaviors
(Moderate Experience)
Guides junior staff and less-experienced employees on systems installation services and techniques.
Level 4 Behaviors
(Extensive Experience)
Manages the installation, performance monitoring, and support of complex operating systems and databases.
Level 5 Behaviors
(Mastery)
Establishes and executes technical support models that address and meet the organization’s specialized needs.
Skill definition-Classifying and prioritizing customer concerns and issues based on severity to ensure proper resolution and retain customer trust.
Level 1 Behaviors
(General Familiarity)
Explains the importance of customer escalation management in ensuring positive customer service.
Level 2 Behaviors
(Light Experience)
Gathers resources and scripts in providing first contact resolution to prevent further escalations.
Level 3 Behaviors
(Moderate Experience)
Determines root cause of dissatisfaction to effectively handle escalation situations.
Level 4 Behaviors
(Extensive Experience)
Leverages a metric system to measure the effectiveness of customer escalation management.
Level 5 Behaviors
(Mastery)
Designs tools and systems to ensure real-time monitoring and recording of customer escalations.
Skill definition-Providing responsive and relevant support to customers to address issues and problems on our products or services and ensure customer satisfaction.
Level 1 Behaviors
(General Familiarity)
Explains the importance of customer support in meeting customer needs and expectations.
Level 2 Behaviors
(Light Experience)
Identifies customer needs and requirements to meet customer support expectations.
Level 3 Behaviors
(Moderate Experience)
Leverages tools and resources to provide prompt customer service troubleshooting.
Level 4 Behaviors
(Extensive Experience)
Recommends improvements to our customer support tools and methods to drive customer satisfaction.
Level 5 Behaviors
(Mastery)
Establishes best practices in customer support to enhance customer satisfaction and retention.
Skill definition-Questioning, analyzing and evaluating various alternatives and situations to draw a rational conclusion independently.
Level 1 Behaviors
(General Familiarity)
Explains the general process of critical thinking.
Level 2 Behaviors
(Light Experience)
Applies formal methods and techniques to enhance critical thought.
Level 3 Behaviors
(Moderate Experience)
Systematizes all aspects of the problem.
Level 4 Behaviors
(Extensive Experience)
Leads in the search and analysis of solutions using various approaches.
Level 5 Behaviors
(Mastery)
Develops critical thinking and problem-solving models that positively impact our business.
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Identifies the procedures for making sure that results are mistake-free.
Level 2 Behaviors
(Light Experience)
Processes limited amounts of detailed information with reasonable accuracy.
Level 3 Behaviors
(Moderate Experience)
Processes large quantities of detailed information with high levels of accuracy.
Level 4 Behaviors
(Extensive Experience)
Designs systems to help the team organize and track details and project progress.
Level 5 Behaviors
(Mastery)
Develops best practices for identifying and correcting errors, oversights, and omissions.
There are 3 hard skills for Software Support Engineer I, Root Cause Analysis, Software Product Installation and Support, Software Field Support.
4 general skills for Software Support Engineer I, Customer Escalation Management, Customer Support, Linux, etc.
6 soft skills for Software Support Engineer I, Critical Thinking, Attention to Detail, Time Management, etc.
While the list totals 13 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Software Support Engineer I, he or she needs to be proficient in Critical Thinking, be proficient in Attention to Detail, and be proficient in Time Management.
